Recently I had a ticket related to a particular CSM. I granted support access to Gainsight Support. I asked them to use that support access to impersonate the User (just as I do when I log in). However, Gainsight Support does not have access to impersonate users like Super Admins do. This meant I had to reach out to the CSM and walk them through how to grant Gainsight access to their User. I, personally, do not want CSMs performing this type of task.
IDEA: Now that Super Admins are able to impersonate Users, grant Gainsight Support the same ability to impersonate users when support access is granted by a Super Admin.